21st September 2020
Online consumers expect the ability to track their orders and receive instant updates about their deliveries. Check here, whether your track & trace experience meets consumers’ demands.
The importance of continuous tracking and comprehensive information about the entire delivery is key for online shops to provide high quality delivery experiences and keep customers coming back. E-commerce expert, Arne Andersson, calls this information logistics:
“Information logistics is where and how we communicate with the receiver, after an order is booked: from order confirmation to delivery and return policy. Communication before, during and after the delivery, is a big part of the buying experience.”
According to Arne Andersson control of delivery after check-out helps to build a relationship of trust between the consumer and the online shop. He is backed up by a British study, which shows, that 79% of online consumers consider it important to receive information regarding the progress of their deliveries.
It is not only online shops, but also the transport industry that needs to be delivering high quality track & trace information.
Quality track & trace is vital in the transport industry
Carrier BFT Logistik prioritizes quality track & trace experiences, because they simply cannot survive in the distribution industry without it. Customers are demanding track & trace.
“Track & trace is vital in the distribution industry. An absolute must! After replacing old disjointed systems we provide much better customer service because of easy to access track & trace both for us and our customers, and at the same time we continuously send notifications about the parcel’s status to the customer/recipient, ” says CEO at BFT Logistik, Thomas Wallin.
At DPD, they constantly strive to improve track & trace in relation to consumer demands. With DPD Live tracking, customers are able to track their parcel live while it is on its way with the driver. This live-tracking has been criticized for being unnecessary as customers do not need to know how close their parcel is, if they already know the exact time of delivery. DPD is also criticized that such a kind of monitoring can be stressful and dangerous for the driver. However, live-tracking has now been a part of DPD’s services since 2014, so it does not seem that is completely unnecessary.
In conclusion, transparency and information all the way from order placement to delivery and return is crucial in keeping loyal customers and increasing sales.